KDesk Team Management

This article will teach you how to manage your Team on KDesk. It explains all the settings, and how they may apply to your team.

How to access the team settings

In the left sidebar, open the Team menu and choose “Team Settings” (gear icon). If you don’t see it, ask an owner to grant “Modify Team Settings” or “Manage integrations”, and “Modify billing” as needed.

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Basic Team Settings

These are basic team settings required for the team.

Setting	What it does
Team name	Workspace display name shown in sidebars, portals, and emails.
Open ticket status	Default status applied on ticket creation.
Closed ticket status	Required status before archiving/deleting tickets.
Ticket categories	Category library agents select from when triaging.
Ticket statuses	Lifecycle stages agents select on tickets.
Default ticket category	Auto-applied if none is chosen on creation.
Priorities (label + weight)	Defines urgency options; higher weight = higher urgency.
Time zone	Sets local time for timestamps and automations. This setting is for everyone.
Date/time format	Controls how dates render in the app and emails for everyone.
Show ticket history to members	Shows ticket status history to internal users.
Show ticket history to contacts	Shows ticket status history to portal users.

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Communications Settings

Communication and control over how KDesk interacts with contacts and users with regards to the team.

Setting	What it does
Contacts can access web portal	Enables/disables the customer portal.
Contacts can post comments	Lets portal users comment on their tickets.
Email ticket creation to members	Sends agents a ticket-created email.
Email ticket updates to members	Sends agents an update email on changes.
Email new comments to members	Notifies agents of new comments.
Email ticket assignments	Alerts an agent when assigned a ticket.
Email form assignments to members	Emails agents when forms are assigned.
Email ticket creation to contacts	Emails contacts when their ticket is created.
Email ticket updates to contacts	Emails contacts on ticket updates.
Email new comments to contacts	Emails contacts on new comments.
Email form assignments to contacts	Emails contacts when forms are assigned.

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Intergration Settings

Settings that control intergrations and actives.

Setting	What it does
Enable channels	Allows email inboxes to create tickets.
Microsoft 365 mailboxes	Permit M365 inbox connections for channels.
Google Workspace / Gmail	Permit Gmail connections for channels.
Enable contact sync	Turns on directory/contact syncing.
Allow Microsoft 365 sync	Permits Microsoft directory as a sync source.
Allow Google Workspace sync	Permits Google directory as a sync source.
Enable forms	Turns on forms module.
Forms can create tickets	Converts submissions into tickets automatically.
Forms can be added to tickets	Allows attaching forms to tickets.
Forms can be submitted by anyone	Public link submissions without sign-in.

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Automation Settings

Settings that control any in-built KDesk automatiion and services.

Setting	What it does
Auto-close tickets after inactivity (days)	Closes tickets with no activity after N days.
Retention period (months)	Purges old data after N months.
Only purge closed tickets	Limits retention purge to closed tickets.
System comment on auto close	HTML note posted when auto-close runs.

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Additional Settings

A combination of templates and billing.

Setting	What it does
Email templates (per event)	Subject + HTML content used for outbound emails.
Billing email	Email for invoices/notices.
Seats (read-only)	Current licensed seat count.
Storage usage (read-only)	Current storage in GB.
Manage billing information	Opens billing portal (requires billing permission). Find more information on billing here.